Internal traning supervisor
The Internal Training Manager will be responsible for the development and maintenance of the TorrentFlood underwriting systems training manual, the e-mail protocol guide and the phone etiquette guide for the Customer Care Staff and Clerks and any other training materials required for the support of the Underwriting/Customer Care Staff. In addition to underwriting systems training, this person will have a full understanding of the NFIP Flood Insurance Manual and be able to train new hires regarding program rules and regulations and will train existing staff on program updates as required. This person will be responsible to communicate with the Account Executives for Torrent client companies to co-ordinate the integration of trainees into the workforce and to ensure that they are able to successfully complete all tasks required for their position and receive the required support to be successful.
In addition during the growth phase, this person will also function as a Customer Care Representative until the training of new employees becomes a full time position.
This person will provide Customer Service phone backup and Claims phone backup as needed.
Areas of Responsibility
- Develop systems training manuals and programs
- Train policy review and policy support staff
- Monitor workflow and performance of newly hired staff (quality and quantity)
- Complete 90 day performance evaluations for new hires
- Perform underwriting quality checks
- Monitor phone performance for new hires
- Coordinate training for program enhancements/changes/integration for all employees with Compliance Manager and Torrent COO/President
Duties/Objectives
- Develop and maintain training materials and programs.
- Perform training
- Monitor the performance of the new hires to ensure they are a good fit for the position and are progressing on schedule
- Maintain close communications with the Compliance Manager to resolve all edit errors and rejects for Client Company/Companies
- Incorporate training to minimize the creation of edit errors and rejects
- Disseminate FIA/FEMA/NFIP communications and updates to the Customer Care Staff.
Role
This is a vital role within the company. The position requires dependability, good decision making skills, good people skills and excellent policy underwriting knowledge and experience. The responsibilities assumed here are essential for the continued success of the company.
Travel
While this is an in-house position, very limited travel may be required.